Customer Support Engineer

Customer Support Santa Clara, California


Description

Customer Support Engineer

 

Job Overview:

 

As a member of Big Switch Networks Customer Support team, you will be part of a global team of engineers supporting our internal teams and our customers. You will be isolating and analyzing complex networking issues and providing innovative solutions to technical challenges of our customers. Ideal candidates should have broad and solid networking knowledge with analytical problem solving skill and the passion to work on the new technologies in a high-impact and fast-paced environment. This position requires occasional travelling.  

 

 

Essential Functions & Responsibilities include but are not limited to:

 

  • Provide second and third level technical support for Big Switch Network’s products
  • Resolve complex technical issues applying analytical problem solving skills blended with strong software and hardware knowledge in the routing and switching as well as server virtualization and DC orchestration. 
  • Utilize lab setups to re-create customers issues
  • Reports defects on the software and the hardware
  • Manage the customer escalation process working with, account management and product development teams
  • Provide alternative and innovative solutions for the customer’s technical challenges
  • Provide technical direction to internal teams and customers.
  • Provide training and knowledge transfer to customers on Big Switch Networks products and Technologies. 
  • Write knowledge articles based on customer issues and related solutions

 



Minimum Qualifications / Experience:

 

  • BSEE/CS combined with 8+ years of related experience or MSEE/CS combined with 6+ years of related experience.
  • 3+ years Customer Support Experience for Routing and Switching products 
  • In depth understanding of network protocols and networking software and hardware ( Required)
  • In depth technical knowledge of hardware based router and switches ( Required)
  • In depth technical knowledge in Ethernet switching, IP forwarding, Class of service and services, firewall and access control, as well as routing and switching protocols ( Required)
  • Strong understanding of network design, implementation and troubleshooting ( Required)
  • Analytical problem solving skills to debug and isolate complex problems (Required)
  • Hands on experience with customer deployment and troubleshooting of L2/L3 networking products ( Required)
  • Understanding of Data Center Architectures and design principles (Preferred)
  • Understanding of server virtualization ( Preferred)
  • Hands on Experience at Linux operating system. ( Required)
  • Experience in writing technical documentation ( Preferred)
  • Experience in using network testing equipment ( Preferred)
  • Excellent communication skills
  • Self starter, proactive and must be able to handle multiple tasks

 

Working Conditions:

This position will be based out of our office in Santa Clara. 

How to Apply:

Send a link to your LinkedIn profile, resume and a short cover letter, explaining your relevant experience and why you want to work for Big Switch Networks.